Live DCA Agent Status Tile

Tile Configuration

Live DCA Agent Status tile configuration settings

The Live DCA Agent Status tile shows DCA Agent availability. The configurable settings are as follows:

Setting	Description
Title	Create a unique title for the tile to indicate what information the tile is displaying
Account	Choose which account to use for the tile display. Refer to Switching the Account View to find out how to locate and add an account to the tile.
Dynamic Call Agent Skillset	Choose which agents you want to view in the dashboard tile – either all under the selected account or by Skillset (under the selected account). You may want to choose to show agents by skillsets and then create a corresponding ‘Live DCA Call Status’ tile to monitor the calls and performance for that skillset or simply show all agents, regardless of the number of skillsets on the account.
Background Colour	Change the background colour of the tile to make it stand out on the dashboard. Click on the colour box to choose a colour or insert a Hex code.
Text Colour	Change the colour of the title text to make it stand out against the tile background and on the dashboard. Click on the colour box to choose a colour or insert a Hex code.
Grid Background Colour	This is the fill colour of the table headings. Click on the colour box to choose a colour or insert a Hex code.
Grid Text Colour	This is the colour of the text within the table. Click on the colour box to choose a colour or insert a Hex code.
Auto Refresh	Choose whether to auto-refresh the data displayed in the tile: Choose from: 15 seconds 30 seconds
Size	Choose the size of the tile – change to suit the layout required. Available sizes range from 4x3 to 6x9.
Include Signed Out Agents	Choose whether to show agents who are not signed in to DCA.
Ready Status	Choose the row colour to show agents in Ready Status (default is green). Click on the colour box to choose a colour or insert a Hex code.
Not Ready/Forced Not Ready Status	Choose the row colour to show agents in Not Ready/Forced Not Ready Status (default is red). Click on the colour box to choose a colour or insert a Hex code.
Signed Out Status	Choose the row colour to show agents in Signed Out Status (default is grey). Click on the colour box to choose a colour or insert a Hex code.
In a Call Status	Choose the row colour to show agents in In a Call Status (default is amber). Click on the colour box to choose a colour or insert a Hex code.
Ringing Status	Choose the row colour to show agents in Ringing Status (default is yellow). Click on the colour box to choose a colour or insert a Hex code.
Wrap Up Additional/Status	Choose the row colour to show agents in Wrap Up Additional/Status (default is amber). Click on the colour box to choose a colour or insert a Hex code.
Comfort Break Status	Choose the row colour to show agents in Comfort Break Status (default is red). Click on the colour box to choose a colour or insert a Hex code.

Tile Display

Tile display

Tile Display Information

Description	Definition
ID	Unique Agent ID (assigned to them by the DCA service)
Agent	Agent Name as input during DCA agent configuration.
Status	Current status of Agent Note: that if the status is ‘In a Call’ this will also show for which skillset - this is useful if the Agent belongs to multiple skillsets.
Duration	Period the agent has been in the current status
Handled	Number of calls the Agent has handled during the current day (starting at 00:00). This is regardless of how many times they may have signed in/out during the day.